BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3.2 stars
  • Customer Service
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 3041 customer ratings since 2021-07-06 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,292 Customer Reviews over 83 pages

  • Reviewer
    Location
    Midlands
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Product (infinity 2) is drastically overpriced, but it works,isn't too slow, no complaints about service! Router isn't bad either :) but, when asked if I want to keep my phone number I said yes, they changed it, I've since called 10+ times and the only thing they've managed to do is change my number to another completely random number, ridiculous. I was also unable to login to my BT, so unable to pay bills and see details for 3 weeks, this has since been sorted. Customer service is terrible. Bt is good, if it goes to plan.
  • Reviewer
    Location
    Eastleigh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I moved house in January and took 2 weeks and many hours of phone calls to get my broadband infinity connected as the original order was cancelled but the new order was not put in by the customer service assistant they then charged a £130 connection fee even though i was an existing customer and again several phone calls to get my money back. one of the calls lasted 2 hours and i was put through to 8 different people. Absolutely appalling service. I am now trying to upgrade my TV package and have been informed there is a fault on my account. I was told last weekend after speaking to 3 different people that this would be fixed and I would be contacted but so far nothing. I phoned today to chase to be told that they needed to submit the fault again. This was obviously ignored the first time. I will be phoning every day until this is resolved. Hurry up Virgin Media in my area!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Absolute rubbish in terms of service. BT keep putting my monthly broadband payments up every couple of months. For an example one month I can be paying £38 and the next £65. I have contacted them numerous times in regards to this. I have an unlimited package and I do not use the landline so I do not expect my monthly payments to be fluctuating like this. I have 4 months left on my 18 month contract and then i'm leaving! I cannot wait!
  • Reviewer
    Location
    Slough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Broadband speed and reliability are as advertised, without delays or disruptions in service.
    However, if you want to cancel your contract beware that if your cancellation date falls even one day into the new billing cycle, you will be charged the full months amount. God forbid you cancel the DD because you will get a CHEQUE!!! Never had the same problem with Hyperoptic or Virgin, unfortunately these two did not provide their service to my area at the time as I would have gone with them instead. To sum it up, there are better otpions out there, pick anything but BT.
  • Reviewer
    Location
    sunderland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I tried to cancel my service with BT 6months ago as I thought I had a 1sr contact but they informed me my broadband was for 18 months. so I rang them today to tell them I will not be renewing my contract which runs out on 17th September. I was told that the service will cease on 9th of September. I said no on 17th September.so he said he changed it and that I will receive an email to confirm and low and behold I have received the email with the 9th of September. I am so angry. and I have also been told that I have to pay a £30 charge for not renewing my contract. is this right????. never again
  • Reviewer
    Location
    Notts
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    In terms of the speed and reliability things are great. The problems with BT start at installation - They made a real mess of my property when installing. It then took hours of chasing to receive the incentives they advertised as part of the broadband offer (vouchers etc). Things then get worse if you ever need to call them to adjust anything in relation to your service. Their online customer service is appalling. After months of terrible service i decided to let my 12 month contract end without renewal, only to be charged £31 for the privilege of not renewing. Really would suggest avoiding BT even they have the lowest price in your area.
  • Reviewer
    Location
    North Tyneside
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    On moving to BT, my elderly, hard-of-hearing grandparent intended to retain our phone number, but this did not happen (whether through misunderstanding or miscommunication). We were only made aware of this months later when our original number was deprecated by our previous provider, and we contacted BT to inquire what was happening. We're now outside of the period BT would allow us to reclaim our original number.

    The problem is that BT did NOT notify us of the change of phone number. Had they done so, we would have been able to promptly rectify whatever issue led to not retaining our original number, and we would have been able to reclaim our original number within the allowed time period.

    The agents I've spoken to have been nothing but helpful, I cannot fault them and I understand there's nothing further they can do to help, but the failings of BT's processes have resulted in an easily avoidable issue and inconvenienced my elderly grandparent.
  • Reviewer
    Location
    Battle, East Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been trying to add "complete wi-fi" on to an existing package. This costs an extra £8 per month but would solve issues we have with thick walls. To sign up, our BT TV package will only last 18 months and BT broadband 24 months. This will mean a 6 month gap and pressure to sign up for another contract with BT. This is a risk that could be too costly. Very disappointing.
  • Reviewer
    Location
    Telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Iv been a customer for a number of years, overall it is working every day , videos sometimes lock up as speed is a little slow but thats about once a week on average, Cost is the part that annoys me, Lots of offers to new customers but no customer care for current customers i pay £18.70 pm
  • Reviewer
    Location
    Southern England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    We've been with BT phone and broadband for two years. Our package is 10GB broadband and anytime calls. Most of the time, everything has worked fine. Our contract is soon due for renewal, so we've tried to haggle a new deal from BT. We're currently paying £33 a month. They could offer nothing better, even though we quoted what other providers could offer. Having read the dreadful reviews about other providers, we have no idea who to go with now. So many folk seem to have problems.
  • Reviewer
    Location
    oxfordshire
    Reviewing
    BT
    Date
    Ratings
    • Reliability
      3 stars
    Comments
    Poor broadband speed, terrible customer service which is in part due to typical 'large company' internal processes. No ownership of problems or complaints, complaints not registered and have to push to resolve.
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Absolutely shocking probably the worst customer services out there
  • Reviewer
    Location
    Lichfield
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Don't trust them, I negotiated a deal for 12 months, two months later they upped all the prices, I complained and they simply hid behind the small print, disreputable and dishonest is my view of them, worst of the broadband suppliers, it's about time these long contractual tie ins were made illegal
  • Reviewer
    Location
    Home
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    Comments
    Difficulty undrstanding customer Services
  • Reviewer
    Location
    Isle of Wight
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Is this the worst most heinous bullying company in the UK?
    Hike their prices up whenever they feel like it and when you exercise your right to leave they try to bully and threaten you with all sorts. This is the second time (yes, how stupid am I) I have been with BT and I left them early last time because they upped their prices mid term. Chasing a fe £ that time cost lost them £100s, now the same thing has happened again.
    To be fair to BT I know people who simply pay the increase and are happy paying through the nose so I guess overall the awful business model of ripping people off does work for them.
    However BT will never ever get my direct custom again.
  • Reviewer
    Location
    Hertford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT
  • Reviewer
    Location
    BARROW-IN-FURNESS
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT service is very good, however they try to get you to sign up with vouchers for £100 and £50 which they do not honor. Don't know how they get away with this deception.
  • Reviewer
    Location
    Reading
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Having switched to BT Infinity from Orange standard broadband, I have seen no discernible improvement. Just before writing this review, I experienced two pauses while watching iPlayer via the Infinity hub. On a few occasions,, my desktop has lost the connection. Perhaps if there were several people in the house all sharing the hub, it might come into its own. I have several months of my contract to run so performance over the remaining period will determine whether or not I feel it is worth the extra money. At the moment I reserve judgement.
  • Reviewer
    Location
    Peterborough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The service is terrible . The automated system with varying voice tones to keep you in order is terrible . The engineers analysis is sometimes very poor . Over 6 hours of my time on the phone trying to get them to sort it and in the end sorted it myself using an old hub . Now I wait for a replacement hub . They don't pay recompense for list time , time off work , lost use of equipment or anything .
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Most days at some point ,I get the message "your computer is not connected . " I have .breeze block walls. The signal only had to travel 3 to 5 metres .
  • Reviewer
    Location
    Derby
    Reviewing
    BT
    Date
    Ratings
    • Reliability
      3 stars
    Comments
    Very poor connection at times. Helpdesk appeared not knowing how to diagnose the problem efficiently
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    Comments
    Firstly, service, in one word, is PATHETIC. BT took a sweet 20 days to put up the line. And the line did not work! They took another 7 days to fix the problem.

    The speed was excellent. It worked without problems for exactly 2 weeks. After that, the disruptions began. The modem would stop working every 15 minutes to two hours, for 15 seconds to 3 minutes, at random. This basically means that you cannot stream movies without having interruptions at random. You cannot VPN into office without having to go through the trouble of reconnecting at random intervals.

    Then comes customer support. Support folks are mostly a friendly lot with intentions to help. Though the intentions rarely translates to actual proper, satisfying resolutions.

    I took the connection because of the speed and unlimited service, but little did I know that the advertisement not mentioning an uninterrupted service meant that the service would be as pathetic as it is!

    I would rather go for lesser speed with download limits than continue with such a horrible service, but unfortunately, they want me to pay a discontinuation fee of some sort. I think I might take this to court since there are many ongoing, registered complaints regarding this.

    The saddest part is that this is my first experience in the UK, and I am thoroughly disappointed because the so-called "Third world nation" that I come from, offers much better service, reliability, customer service! So much for the British experience..

    PS: No nationality based offense meant. But the BT service so far, is what it is.
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Customer service is awful. If you start a chat be prepared to wait a very long time and for your question to fail to be answered
  • Reviewer
    Location
    Oakham
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I very rarely post reviews of this nature but my experience today with BT has been so frustrating I want to do something in the hope BT will address their complete lack of customer service.
    I have been a BT customer for many years; land line and broadband. On Sat 15th August my Internet failed. I quickly ascertained from BT that I needed a new hub. This could be supplied if I renewed my contract. I agreed and the hub was due to arrive yesterday. It did not arrive and today I received a letter confirming my contract but no hub.
    I have today spent over three hours on the telephone with an overseas call centre and all I have achieved is to make myself really cross.
    Consequently I decided to change supplier. Within less than an hour of doing this I received an e-mail asking me to reconsider with a request to call a completely different telephone number. I was also informed if I did change I would be charged almost £320 in cancellation fees. Despite the fact I cancelled within the 14 days and BT had failed to fulfil their part of the agreement. When I rang the call was answered immediately. Clearly BT respond only when they are in danger of losing business, existing customers are of no value.
    BT need to address the use of overseas call centres. Whilst the people who work in the centres are very pleasant they are completely ineffective.
  • Reviewer
    Location
    Sunderland ( Tyne & Wear)
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    • Reliability
      5 stars
    Comments
    Low speed as opposed to the published speed ! Line check carried out and all ok. Moved router to a short direct connection to the main bt box and disconnected all other devices. Ran the speed check again and it was still low.
  • Reviewer
    Location
    South East London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Reliability
      1 star
    Comments
    The speed is average but drops considerably on a regular basis, far too unreliable.
  • Reviewer
    Location
    Swindon
    Reviewing
    BT
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    This has been the worst customer service I've ever received not only from a broadband provider but also from any service in any industry!!
    Shocking lack of communication and always lying to their customers. Took them 33 days to fix a broadband fault!
  • Reviewer
    Location
    Surbiton
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    Comments
    Awful reliability. Lost it for over 24 hours last week AND lose connection at least once every day - usually less than 5 mins BUT still awful.

    Will change provider once contract finished.
  • Reviewer
    Location
    Ashton Hayes
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Beware of BT. I live on my own and I have had no phone now for over two weeks. They text you with an appointment and then they do not turn up. The staff do not tell the truth to customers. My health has been affected by the way they have dealt with me. Sadly I have lost my mother unexpectedly and she was on a 24hour care system whilst I worked full time so that I knew she could get help if she needed it . Yes they will leave people without contact before they will fix the problem. Terrible firm to deal with even if you pay your bills by direct debit. Papers here I come with my story.
  • Reviewer
    Location
    bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    worst customer service I have ever experienced, it takes around 5 attempts just to try and speak to a human being then they don't care or act on what you ask for
  • Reviewer
    Location
    Aberdeen
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Disgusted to find my son is paying £58 per month for his broadband.

    For sure he will not renew and neither will I. Thats two customers lost and I'll try to persuade others to change.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    The broad band is terrible it is also very overpriced I was paying over 50 a month for bt infinity yet it had some really slow speeds
  • Reviewer
    Location
    Newbold Verdon Leics
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Speed varies from 17 to tonight less than 5Mb/sec
    Had engineer out twice recently to rectify the problem, but the problem keeps returning
  • Reviewer
    Location
    Whitchurch
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT Local office in Wolverhampton, are USELESS, do not get involed with them, they have addesd items to my bill, told me they would sort it all out but they never did, causing a massive problem of £4500+ overcharge.
  • Reviewer
    Location
    Dorset
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Reliability
      3 stars
    Comments
    My speed is much lower than promised. 4 was the promise 2.8 the actual, sometimes lower.
  • Reviewer
    Location
    Luton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been with BT Broadband for 3 years now and complained as I was only getting half a MB speed. BT kept telling me I was too far away from the exchange, I have since found out I had a tag on the line and BT removed this so I am now receiving about 2 MB. It is a shame they did not sort this out from the begining so that I could have not had to suffer such a slow down load speed and made numerous phone calls. My advice is do not give up and keep on at BT until they send out an engineer who can test what speed your actual line is capable of on their meters.I also suggest you ask them to check if your line is capped or tagged!
    Hope anyone reading this can get their service improved like I have as customer service gives lots of conflicting information and occasionally you will get a good BT staff member who goes out of their way to help you instead of consistently being fobbed off.
    Thank you BT for eventually sorted it out and can I get a refund?
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    Comments
    WORST CUSTOMER SERVICE!!!

    I am their present customer and they are the worst.

    Just moved house and was told that internet connection will be there from 10th Feb 2017 at new address. Around 9th Feb internet connection was disconnected around midnight from old address so that a new connection can be put up on 10th Feb at new address.

    Whole day of 10th Feb 2017 there was no connection. Nothing on 11th either and when on 12th Feb I contcated BT then I was told that there was a technical glitch. When I asked that if there was any glitch then why wasn't I informed....BT representative had no answer to it.

    I asked them to get me the internet connection by Monday ie 13th Feb 2017 anyhow and I was told that it's not possible because there is another company called Open Reach who are going to do it and we dont know when.

    Today is 16th Feb 2017 at 2:00 pm and still there is no sign of my internet connection although I am talking everyday to their customer representatives. Best part is that they assure you that you will get it but they don't know when.

    Me and my husband work from home and it has been a big blow to us monetarily and has been very very stressful.

    AVOID BT PLEASE.
  • Reviewer
    Location
    RBWM
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    Comments
    When it works (90% of the time) it's brilliant. When it does not, then customer support is a nightmare - press this, press that, hold ................ AND it's not cheap !
    Had to apply for the credit twice when BT Sport went off line due to COVID-19.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.